Supervisor, Student Records

Western Governors University; United States; On-site; USD 70,000 - 116,000; Full time

Benefits offered by this job

Bonuses

Medical, dental, vision

Retirement plan

Flexible PTO

Parental leave

Job summary

Western Governors University seeks a Supervisor, Student Records to lead a high-performing team, ensuring accurate, timely service for students. You will oversee scheduling, training, coaching, and performance, while partnering with Records leadership on goals and special projects.

You will drive process improvements by analyzing data, manage workflow, and ensure policy compliance across departments. This is a full-time, in-office role based in Salt Lake City.

Qualifications

• Bachelor's degree required or equivalent experience.
• 3+ years of leadership experience in a contact center or fast-paced environment.
• Proven ability to coach, develop, and motivate team members.
• Strong analytical skills with the ability to present data to stakeholders.
• Excellent communication and collaboration across functions.

Responsibilities

• Lead daily operations for the Student Records team, ensuring SLAs and quality standards are met.
• Manage team performance through coaching, feedback, training, and development initiatives.
• Oversee workflow distribution, queue management, and resource alignment.
• Partner across teams as a subject matter expert on Student Records processes.
• Identify trends in data to inform process improvements and business decisions.
• Support and lead special projects to improve systems and student outcomes.
• Ensure compliance with institutional policies.

Skills

Team leadership

Data analysis

Communication

Cross-functional collaboration

Microsoft Office

Education

Bachelor's degree

Tools

CRM systems

Job description

If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider WGU as the next step in your career. Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is: Grade: Management_Executive 604 Pay Range: $70,000.00 - $115,600.00

About the Role

The Supervisor, Student Records plays an important role in leading a high-performing team and ensuring students receive accurate, timely, and high-quality service. This role oversees day-to-day operations, including scheduling, training, coaching, performance, team coverage, and workflow, while identifying trends and opportunities to improve how work gets done. The Supervisor also partners with Records leadership on organizational goals and special projects and serves as a trusted resource to stakeholders across the organization.

What You’ll Do

• Lead daily operations for the Student Records team, ensuring service level agreements and quality standards are consistently met.
• Manage team performance through coaching, feedback, training, and development initiatives.
• Oversee workflow distribution, queue management, and resource alignment to support operational efficiency.
• Partner across teams and functions as a subject matter expert and advisor on Student Records processes.
• Identify trends, patterns, and opportunities within data to inform process improvements and business decisions.
• Support and lead special projects that improve systems, workflows, and student outcomes.
• Ensure compliance with institutional policies while contributing to process and policy enhancements.

Knowledge, Skills, and Abilities You’ll Need to Be Successful

• Experience leading or supervising teams in a fast-paced, high-volume environment.
• Strong analytical skills with the ability to interpret and present data to stakeholders.
• Ability to manage competing priorities, meet deadlines, and adapt to changing business needs.
• Demonstrated effectiveness in coaching, developing, and motivating team members.
• Strong communication skills with the ability to collaborate cross-functionally.
• Proficiency with Microsoft Office tools and experience working across multiple systems.
• High level of accountability, integrity, and commitment to organizational success.

What You’ll Bring (Minimum Requirements)

• Education: Bachelor's degree in related field.
• Experience: 3 or more years of experience in a contact center environment or previous leadership experience.
• Experience in lieu of education: Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements.
• Generally, equivalent relevant experience is defined as 1 year of experience for 1 year of education and is the discretion of the hiring manager.

Bonus Points for (Preferred Qualifications)

• 2 or more years of experience and advanced level knowledge gained from working in Student Affairs.

What to Expect

At WGU, our mission drives everything we do, including how we hire. Our interview experience is designed to give qualified candidates the opportunity to show their best work through meaningful conversations and collaboration. We thoughtfully review every application and invite forward the candidates whose experience and potential best align with the role and our mission.

Introductory call with Talent Partner

Brief Written Assignment

Hiring manager interview

Leadership Principles interview

Work Location

This is a full-time, in-office position requiring five days per week in our Salt Lake City, Utah office, designed to foster the collaboration and connection that fuel our best work.

Travel

This position requires occasional travel of up to 10%, including required attendance at designated company summits (typically one to two per year). Additional travel may include conferences, visits to company locations, and other business-related events as needed. Additional travel may be assigned as needed to support business requirements.

Visa Sponsorship

While we welcome applicants from all backgrounds, WGU is not able to provide visa sponsorship for this role.

Position & Application Details

• Full-Time Regular Positions (classified as regular and working 40 standard weekly hours)
• eligible for bonuses
• medical, dental, vision, telehealth and mental healthcare
• health savings account and flexible spending account
• basic and voluntary life insurance
• disability coverage
• accident, critical illness and hospital indemnity supplemental coverages
• legal and identity theft coverage
• retirement savings plan
• wellbeing program
• discounted WGU tuition
• flexible paid time off for rest and relaxation with no need for accrual
• flexible paid sick time with no need for accrual
• 11 paid holidays
• other paid leaves, including up to 12 weeks of parental leave

Accommodations

Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at [e-mail].

Equal Employment Opportunity

All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.

In 1997, a coalition of 19 U.S. governors founded Western Governors University with a singular vision: to make higher education more accessible by offering full degree programs online. Starting small, we quickly expanded. Today, we’re one of the largest accredited online universities in the U.S.